Author: Tom Lewis
Tom Lewis
Tom Lewis is Global Leader, CX Transformation, at TTEC Digital, a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms – plus in-house expertise in CX strategy, data and analytics, AI and more, TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
In 2013, customer experience innovator Matthew Dixon authored a book that forever changed the way contact center leaders look at customer service. In his book, The Effortless Experience, Dixon argued that customer loyalty is earned when companies deliver on their basic promises. In other words, effortless customer experiences produce repeat buyers and greater ROI much more than moments of above-and-beyond service or shiny, new engagement tactics ever will. Ten years later, I find that these words are more relevant than ever. While automation has carved out an important role in the modern customer experience strategy, many of the most common…